Starting 6 April 2026, we are launching the Top Service Programme, the newly revamped Quality Hero programme. It continues to recognise merchants who consistently deliver reliable service and excellent consumer experiences using the same performance metrics as before, now with even greater rewards as you progress to higher tiers which includes:

• Distinct badges consumers can see on your store

• Free Grab Ads credits to boost your store visibility

• More opportunities to be discovered within the Grab app

The better your service performance, the more rewards and visibility you unlock to help your business flourish.

How does the Top Service programme work?

Your performance is automatically assessed each month from the 1st, based on metrics you're already familiar with, including offline rate, avoidable cancellation rates, order delays and more. And at the end of each month, your store will be assigned a service tier based on your performance the previous month.

For example, 

January: You meet all the requirements for the “Good Service” status

February: You are awarded the “Good Service” status, with rewards and increased visibility unlocked.

As you move up the tiers, you can unlock free Grab Ads credits and gain more visibility on Grab to help grow your store. Maintain strong performance month after month and unlock additional streak bonuses on top of your tier rewards. 

Here's what you need to do before 6 April 2026:

1. Update your app and track your progress on each metric

2. Keep up the great service, because your starting tier to be released in May will be based on your performance in April.